Chief Client Experience & Service Transformation Lead

Standard Chartered; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Benefits offered by this job

Flexible working options

Job summary

Standard Chartered in Hong Kong is seeking a leader to drive the customer experience strategy for Wealth & Retail Banking. You will transform customer journeys using feedback, complaints data, analytics, and market intelligence to deliver high standards of fairness and regulatory compliance.

You will oversee the end-to-end complaint lifecycle, partner with Product, Digital, Operations, Contact Centres, and Technology, and lead a high-performing team to embed customer-centric values across the

Qualifications

• Experience leading complaint and compliance functions in retail banking.
• Proven ability to influence senior stakeholders and regulators.
• Strong understanding of customer journey design and journey mapping.
• Track record of driving enterprise-wide customer experience transformations.

Responsibilities

• Represent the bank in customer-related regulatory discussions and advocacy.
• Govern on major incidents, vulnerable customers, and high-profile complaints.
• Lead the Client Experience team with focus on ownership and collaboration.
• Partner with senior leadership to align CX strategies with growth and risk.

Skills

Leadership

Stakeholder management

Complaint & service quality

Retail banking knowledge

Regulatory & conduct awareness

Education

Bachelor's degree in Business/Finance/Marketing or related field

Job description

Standard Chartered in Hong Kong is seeking a leader to drive the customer experience strategy for Wealth & Retail Banking. You will transform customer journeys using feedback, complaints data, analytics, and market intelligence to deliver high standards of fairness and regulatory compliance.

You will oversee the end-to-end complaint lifecycle, partner with Product, Digital, Operations, Contact Centres, and Technology, and lead a high-performing team to embed customer-centric values across the